Service Delivery Manager

**Service Delivery Manager**
- **Location**:8/56 Station St E, Parramatta NSW 2150
- **Employment type**:Ongoing and temporary positions till 30 June 2026 with a possibility of extension.
- **Grade**:9/10
- **Salary**:$125,693 - 138,510 pa plus employer contribution to superannuation and annual leave loading

**Your role**

This role offers a unique opportunity to lead the design, delivery, and continuous improvement of end-to-end business processes across Language Services. You’ll play a key role in enabling multiple customer service teams to deliver timely, efficient, and high-quality language services that enhance the customer experience. It’s an ideal opportunity for someone who thrives on improving systems, collaborating across teams, and making a tangible impact through service excellence and better outcomes for diverse communities.

**What you’ll do**

As part of the Language Services Operations leadership team, you will oversee the delivery and evaluation of effective business processes that support timely, integrated, and customer-focused language services.

You’ll lead service design and process improvement initiatives, collaborate with frontline and operational teams, and ensure business processes are aligned with service delivery outcomes.

You will also work closely with stakeholders to identify improvement opportunities, embed performance measures, and support ongoing capability development across teams.

You'll be part of a highly collaborative and purpose-driven team that values innovation, inclusion, and continuous improvement. You'll work in a dynamic, customer-focused environment where your work directly supports equitable access to essential services for all communities.

**What we're looking for**

Proven ability to manage service delivery teams, ensuring performance against KPIs, meeting SLAs, and driving quality outcomes through effective issue resolution, staff oversight, and continuous improvement in a client-focused environment.

Strong leadership and coaching capability to mentor high-performing teams, build internal capability, support professional development, and foster collaboration while maintaining compliance with governance and legislative requirements.

Demonstrated experience in quality management, vendor oversight, and contract performance monitoring using whole-of-government frameworks, with the ability to identify, recommend, and implement service and process improvements.

Well-developed communication and problem-solving skills with experience managing complex escalations, providing operational advice, supporting major incident response, and promoting inclusive service delivery aligned with multicultural and language access principles.

Download the role description.

**What We Offer**

We offer a variety of benefits, including:

- A challenging and rewarding career
- Flexible, autonomous work environment
- Competitive pay and conditions
- Training and development opportunities to build and maintain capabilities
- Health & Wellbeing and Employee Assistance Programs.

**We do work that really matters**

At Multicultural NSW you’ll be helping connect and unite people to develop resilient and welcoming communities. You’ll be supporting NSW to be the most successful multicultural society in the world.

Our work matters. We offer a range of rewarding career opportunities that allow us to promote cultural and religious diversity and social harmony.

**Are you ready to join us?**

Click apply, attach an up-to-date résumé (maximum 5 pages) and a cover letter (maximum 3 pages) addressing the 2 targeted questions below with a brief outline on how you meet the requirements of the role:

- Describe a time you led a team to improve service delivery performance. What actions did you take to address challenges, and how did you ensure client expectations were met?
- Provide an example of how you implemented or contributed to a quality improvement initiative. What was your role, what changes were made, and what outcomes were achieved?

**Applications close**Thursday, 29 May 2025 at 11:59pm AEST.

Interviews are anticipated to take place in early June 2025.

**Got a question?**

Visit Recruitment adjustments on the DCJ website to learn more.

**Inclusion and Diversity lies at the heart of how we recruit**

We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.

**Other Information**

A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.